Traveller / Arranger Education

Situation

Our client had a number of travel facilitators who had a heavy workload, minimal support and often worked in isolation. Costs, due to errors made by these travel facilitators (e.g. failure to understand airfare rules), were significant. This client was also receiving complaints from travellers about their travel facilitators (e.g. insufficient time between connecting flights).

Action

Working with the client to develop a “Travel 101” training program, enabled a real understanding of the situation and a workable solution. This was rolled out to all existing travel facilitators and became compulsory for all new travel facilitators.

The content within the program included:

• Travel policy guidelines
• Airline rules
• Flight concepts (e.g. minimum connecting time)
• Hotel concepts (e.g. cancellation rules, appropriate size beds and the implications of booking specials)
• Car hire concepts (e.g. car types, charge periods and fuel deals)

Results

• Decrease in errors by 50%
• Program integrated into this client’s staff development and career progression program
• With a greater understanding of airline, hotel and car hire rules, a reduction in avoidable cancellation and change costs was achieved
• Happy travellers
• Even happier travel facilitators, keen to provide best in class service for their travellers